CCaaS Five9 GCP Senior Eng

Roles & Responsibilities

• Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.

Technical/Functional Skills

• Deep knowledge of Google CCAI, AWS Connect or Five9 data ecosystem
• Design and implement scalable CCaaS and IVA solutions leveraging Google Cloud and Google CX (Dialogflow CX)
• Conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, speech-to-text/text-to-speech, and seamless integration with Five9 and enterprise systems
• Leverage Five9 CCaaS solutions, including ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management
• Lead integrations and migrations leveraging Five9 APIs and telephony capabilities, including CRM/CTI integrations, webhooks, SIP/WebRTC, security configuration (RBAC, PCI/HIPAA), and transition from legacy contact center platforms to Five9

Architectural Skills

• Architect secure, resilient cloud infrastructure on GCP using services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery
• Implement IAM, VPC design, encryption, multi-region high availability, and Infrastructure as Code (Terraform) to support enterprise-grade customer experience platforms
• Experience with Agile development, Continuous Integration, and Continuous Delivery, including working knowledge of various tools in the CI/CD pipeline
• DevOps and Observability
• Experience with automated release management using GitHub Actions
• Experience in Architecture design and modeling should possess strong skills in designing and modeling complex systems and architecture

Leadership & Communication

• Strong leadership and communication skills are essential
• Looks proactively beyond the obvious for continuous improvement opportunities

Experience & Education

• Must Have Technical/Functional Skills

Pay

Base Salary Range : $100,000 to $180,000 Per Annum

Schedule

N/A

Benefits

• TCS Employee Benefits Summary
• Discretionary Annual Incentive
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
• Family Support: Maternal & Parental Leaves
• Insurance Options: Auto & Home Insurance, Identity Theft Protection
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement
• Time Off: Vacation, Time Off, Sick Leave & Holidays
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing